Pathology IT Technician

Job overview

An exciting Fixed Term/ Secondment opportunity has arisen for an IT Technician to work within the Pathology IT team to support the laboratory equipment refresh.

Able to use initiative and work to tight deadlines.

The post holder will act as the first point of contact for Pathology users and will support testing of new equipment, issue resolution and escalation to technical teams or suppliers when required.

A flexible approach to working arrangements is essential to meet service needs, which may include working evenings, early mornings and weekend.

• Manning of the Pathology IM&T Service Desk, acting as the first point of contact
• Ensuring that all calls are answered within the Trust 'First Class Hospitals' standard of under 18 seconds
• Provide first level end user support to Trust and supported third party organisations where possible and appropriate, otherwise forwarding calls to the most appropriate person or organisation for second/third level support, including use of remote support tools as appropriate
• Ability to actively listen to users of the services and extract relevant information to determine their requirements or the root cause of any issues.
• Ability to show empathy for service users experiencing issues and demonstrate an understanding of the business impact caused.
• Ability to communicate clearly and concisely with a wide range of end users and support staff from multiple backgrounds and organisations, including 'difficult' users, on potentially complex or sensitive information
• Provide a customer focused approach to ensure we deliver a responsive and effective service to users.
• Work with other support staff in the local Gateshead health community in the implementation of Service Desk facilities to support healthcare delivery.
• Liaison with support representatives of other organisations to ensure that problems are directed to the most appropriate support staff for resolution
• Work collaboratively with all members of the digital teams to deliver a seamless, efficient and effective service.
• Provision of support for the laboratory information system and all associated applications
• Ability to communicate through written, electronic and verbal media at a wide range of levels, including the ability to present highly technical and/or complex concepts in readily understandable language
• Working with Trust IT department to ensure that orders are processed appropriately, and with support staff to manage installation workloads
• Educated to NVQ Level III or with equivalent experience, preferably educated to degree level or equivalent in an IT related subject, relevant technical certifications or qualifications
• Substantial experience of end user first level support experience
• Strong customer service skills gained in dealing with a broad range of users of a service, not necessarily within IT
• Knowledge of and experience in using Service Desk software, including call transfer to other organisation helpdesk systems
• Technical knowledge of IT hardware, operating systems and end-user productivity tools

Maintain up to date knowledge of technical hardware and software used within Pathology and supported third party organisations, including but not limited to Meditech LIMS, ICE Desktop, analyser data managers.

• Familiarity with on-line technical and support resources
• Experience in using and maintaining databases
• Willingness to enhance own skill set in relation to developments in desktop technology and software environments
• Demonstrated recent development of knowledge and skills in support of the Service Desk role
• Knowledge of national coding structure including but not limited to Read Codes, SNOMED, SNOMED-CT and the Universal Test Library (UTL)
• Possess, or working towards ITIL Green Badge certification
• Possess, or working towards Service Desk Institute Service Desk Analyst qualifications
• Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities
• Flexible, dedicated and with the appropriate combination of practical and theoretical approaches
• Kno…